Senior / Lead IT Help Desk bei Divergent
Divergent · Torrance, Vereinigte Staaten Von Amerika · Onsite
- Senior
- Optionales Büro in Torrance
Divergent is a technology company that has architected, invented, built, and commercialized an end-to-end factory system called the Divergent Adaptive Production System (DAPS™) that comprehensively uses machine learning to optimally engineer, additively manufacture, and flexibly assemble complex integrated vehicle structures and subsystems. Products created using DAPS are superior in performance, lower in cost, rapidly customizable to meet mission and customer-specific requirements, faster to market, and scalable on demand to high volume production. Divergent is a qualified Tier 1 supplier to global automotive OEMs, and Divergent is now expanding to support mission critical needs in the Aerospace and Defense sector. Join us to be a part of this transformative journey, where your impact will shape the future of technology and production.
Purpose
We are looking for a Help Desk Lead to lead and oversee helpdesk functions. In addition, this role will provide fast and useful technical assistance on computer systems, as well as an escalation point for any help desk issues. You will answer queries on basic technical issues and offer advice to solve them, as well as handle more advanced help desk issues either by yourself or with other members of the team
An excellent Help Desk Lead must have a very good technical knowledge and be able to communicate effectively to understand the problem and explain its solution, not just to end users, but other help desk members as well. They must also be customer-oriented and patient to deal with difficult customers, as well as guiding other help desk members with tickets they are facing.
The goal is to create value for clients that will help preserve the company’s reputation and business.
The Role
- Delegate all tickets that come to the help desk to yourself, your team members, and points of escalation as necessary.
- Serve as the escalatory point of contact for customers seeking technical assistance.
- Ensure that time-sensitive issues, requests, projects, etc. are being worked on by yourself or the appropriate person.
- Work with vendors to resolve any issues what require outside assistance.
- In cooperation with the I.T. Operations Manager, plan, procure, and provision I.T. equipment based on requirements.
- Own I.T. assets for End Users, ensuring the team appropriately tags equipment, and equipment is appropriately inventoried, distributed, picked up, disposed of, and otherwise tracked.
- Be an example and drive documentation of policies and procedures as needed within the documentation space.
- Be an example and drive documentation of incidents within the ticketing system.
- Appropriately involve and/or escalate both internal and external issues to Management.
- Perform local and remote troubleshooting through diagnostic techniques and pertinent questions.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel
- Complete tasks and/or projects as assigned in downtime.
- Record events and problems and their resolution in the ticketing system
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Manage accounts in multiple systems, including Active Directory, the Atlassian Cloud, Office 365 & others as assigned.
Basic Qualifications
- Ability to lawfully access information and technology that is subject to US export controls
- Demonstrated proficiency related to the position, including, BS/BA Degree OR Certification(s)/Certificate(s) OR Technical Program Completion OR past work experience
- Tech savvy. Good understanding of computer systems, mobile devices, and other tech products
- Ability to lead others both verbally and by example
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Customer-oriented with a positive attitude.
- Willingness to tackle problems and find solutions
- Able to work on-site, shifts from M-F 5:30 AM – 6:30 PM. Occasional after hours or holiday weekends on call.
- Adhere to all Statutory and Regulatory Requirements
Preferred Qualifications
- Experience in similar role preferred
- Jira experience preferred
- Office 365 experience preferred
Work Environment
- Office
- Manufacturing
What We Offer:
- Holistic Compensation Package: Enjoy a world-class compensation package that includes a competitive salary, equity plan, and discretionary results-based incentive bonus opportunities, ensuring you're truly valued for your contributions.
- Wellness and Time Off: Embrace a healthy lifestyle with paid vacation, sick time, and company holidays, including a year-end shutdown to recharge. We support growing families with paid parental leave, recognizing the importance of bonding time.
- Comprehensive Health and Wellness: Prioritize your well-being with our comprehensive health and wellness benefits, offering both HMO and Premium PPO options. Additionally, benefit from company-sponsored life insurance and short and long-term disability coverage for peace of mind.
- Investment in Growth: We're committed to your professional development. Take advantage of reimbursement opportunities for learning and development initiatives, empowering you to continuously expand your skill set and reach peak performance.
- Collaborative and High-Performing Environment: Join our collaborative, dynamic, and high-performing team within a fast-paced, mission-driven company. Together, we're disrupting the traditional manufacturing industry, fostering innovation, and integrating people and technology to reduce our footprint.
Equal Employment Opportunity
Divergent is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected characteristic. Divergent provides affirmative action in employment for qualified Individuals with Disabilities and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.
EEO Poster
In order to adjust to changes in our business, it may become necessary to add, remove or modify certain duties and responsibilities, or to reassign you to another job position. From time to time you may be asked to work on special projects or to assist with other work. Your cooperation and assistance in performing such additional work is expected.
E-Verify: Right to Work
Our company participates in E-Verify. E-Verify is a program that electronically confirms a candidate’s eligibility to work in the United States after completing the Employment Eligibility Verification (Form I-9). The information provided on the Form I-9 is compared to the records contained in the Social Security Administration and Department of Homeland Security (DHS) databases. This helps employers verify the identity and employment eligibility of newly hired employees.
Eligibility to Work Poster (English) | Eligibility to Work Poster (Spanish)
Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO)
Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO), we will consider for employment qualified applicants with arrest and conviction records.
No agencies, no solicitations, and no calls please.
